Senior Manager - Client Services

Job Title: Senior Manager Client Services
Location: London
Language: English (Required)

About Infosys BPM
Infosys BPM, the business process management subsidiary of Infosys, provides end-to-end transformative services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Key Responsibilities

• Own a portfolio of high-potential small accounts with small or no revenue and develop multi-year account growth plans.
• Increase wallet share through cross-sell and upsell of BPM, digital transformation, AI, analytics, customer operations, finance & accounting, procurement, supply chain, and industry-specific solutions.
• Drive revenue, bookings, margin, and pipeline targets aligned with business objectives.
• Identify whitespace opportunities and build pursuit strategies to accelerate account growth.

Client Relationship Management

• Develop trusted relationships with key business and operational stakeholders.
• Establish executive connects across client organisations to improve visibility and influence.
• Conduct regular business reviews and value realisation discussions with clients.
• Act as the single point of accountability for client satisfaction and relationship health.

Sales & Pursuit Management

• Manage end-to-end sales cycles from opportunity identification through closure.
• Lead proposal development, solution positioning, commercial negotiations, and contract discussions.
• Collaborate with solution teams to create compelling value propositions tailored to CRL client challenges.
• Ensure timely pipeline reviews, forecasting accuracy, and deal governance.

Industry & Market Development

• Maintain a strong understanding of Consumer Goods, Retail, E-commerce, Logistics, and Supply Chain trends.
• Identify industry transformation themes including AI, automation, customer experience, supply chain resilience, procurement transformation, and operating model optimisation.
• Leverage industry insights to create demand-generation opportunities.

Internal Collaboration

• Work closely with delivery teams to ensure successful execution and customer outcomes.
• Coordinate with consulting, presales, finance, legal, and contracting teams during pursuits.
• Support leadership reviews with accurate pipeline, account, and financial updates.
• Drive collaboration across service lines to maximise account penetration.

Risk & Governance

• Monitor account performance, revenue risks, and growth opportunities.
• Ensure compliance with organisational policies, contracting guidelines, and sales governance processes.
• Escalate account risks proactively and drive mitigation plans.

Essential Criteria
Education

• Bachelor's degree in Business, Engineering, Commerce, Management, or related discipline.
• MBA or equivalent management qualification preferred.

Experience

• 10+ years of experience in BPM, BPO, consulting, or outsourcing sales.
• Proven experience managing and growing mid-market or emerging enterprise accounts.
• Experience within Consumer Products, Retail, Logistics, E-commerce, Supply Chain, or related industries.
• Demonstrated track record of achieving revenue growth and sales targets.

Commercial & Business Skills

• Strong account mining and demand generation capabilities.
• Experience with solution selling and consultative sales methodologies.
• Ability to build business cases and articulate transformation value.
• Strong commercial negotiation and contract management skills.

Stakeholder Management

• Experience engaging with senior client stakeholders including Operations, Finance, Supply Chain, Procurement, IT, and Shared Services leaders.
• Ability to influence cross-functional teams without direct authority.
• Excellent verbal, written, and presentation skills.

Analytical & Strategic Skills

• Strong business acumen and financial understanding.
• Ability to analyse account performance and identify growth opportunities.
• Strategic thinker with a customer-centric mindset.

Personal Attributes

• Entrepreneurial and growth-oriented.
• Highly proactive and results driven.
• Strong problem-solving and decision-making abilities.
• Ability to thrive in a fast-paced, target-driven environment.
• Collaborative and team-oriented approach.

Benefits:

• 25 days holiday excluding Bank Holiday's Leave Year runs from April 1 to March 31

• Sick Pay (3 paid Days in a 12-month period)

• Employee discounts - Perk Box

• Access to training platform for PD - Lex

• Pension - employer contribution 3% employee contribution 5% - total 8% of designated banding

• Income Protection

• Employee Assistance Program (EAP)